AutoForum August 2012

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August 2012

I N F O R M E D

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NEWS AFRICA

NEWS AFRICA

IN PARTNERSHIP WITH AUSTRALIAN BODYSHOP NEWS

A N D

I N N O V A T I V E

N3 Night Time Hazard - A trucking night on the pass

Axor setS to work on pothole problem

Inside S HOW T I ME

Joule UnpluggeD

Automechanika Middle East

EX-SAPRA DIRECTOR JOINS ROYALE ENERGY Complaints – How are you handling them?

PAGE 1

AutoForum - August 2012

The Auto Electrical Solution

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M.E.D Workshop offers a 24hr service.

www.medsa.co.za PAGE 3

August 2012

CONTENTS 12

20

Cover Stories Joule Unplugged

12

Ex-Sapra director joins Royale Energy

16

Axor sets to work on pothole problem

17

Complaints – How are you handling them?

40

N3 night time hazard - A trucking night on the pass

48

Automechanika Middle East

56

Trade Talk Highlights of global and local industry news

06

Thank you to Mercedes-Benz SA for our cover photo.

News Forum

24

Joule unplugged

12

Editorial

Sapra Director joins Royale Energy

16

Axor sets to work on pothole problem

17

GUD project to stimulate informal auto technicians

18

Sparepro to distribute Brembo brakes

20

Colour dependant car depreciation

22

Pi Shurlok - From research to production and testing

24

Electronic taxi fare project launched in KZN

26

Clean diesel vehicles

29

CILTSA morning's warehouse optimisation theme

30

With rates, inflation and the petrol price having lowered over the last few months, the outlook for SA appears to be good. The mid-year school holidays have come and gone and it almost seems that the season of putting out fires (the figurative ones, that is) is over for the moment. That means, of course, that now is the perfect time to start planning for the remainder of the year. Time to reassess how well your business is really doing, what you still need to achieve in the next 4 months and how you are handling day to day issues such as customer complaints, fine payments, labour issues etc.

In between watching the Olympics naturally.

BodyShop News 48

EDITOR: CLARE RUTKIEWICZ

Women in collision – new website

32

Repair university – Online training and refresher courses

36

Ozzie repairers in guerrilla protests

36

CONTRIBUTORS: AUSTRALIAN BODYSHOP NEWS DAVE SCOTT ROY COKAYNE Colin Windell Graham Bush ROBERT KAISER Michel Malik

ADVERTISING: GRANT WEST

WARWICK ROBINSON C: 076 727 8161 C: 082 855 7750 T: 011 466 3733 F: 086 627 1135 SIMONE TREKI

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AutoForum has an ABC circulation of 12952 ABC (June - Dec 2011)

www.Autoforum.co.za I N F O R M E D

A complaining customer should be a welcome sight in your store!

40

Utopia – are we there yet?

42

Best global green brands

44

Continued pressure on used car market

46

Aer-O-Cure Alfa International AUDI Parts Autocosmos/Electrolog Bosch BSE Diesel Electric Drivelines Federal Mogul First National Battery GMSA Highveld Garage Equipment Hofmann Megaplan Integrated Marketing Ital Machinery Leaderquip MED Mercedes Benz Midas Group MISA Motor Merchandise Nissan SA RAM / Veyance Technologies Safeline Snap-on/John Bean Trade Fair Travel Trysome U D Trucks Victor Reinz VW Parts Wheelquip World Spares

Commercial Vehicles A trucking night on the pass

48

Stop waste & pollution with EP grease

52

Anti roll-over driver training

54

Show Time Record 10th year anniversary for Automechanika Middle East

56

‘Asian Championship’ in auto maintenance and repair industry

58

New Releases 62

After-Marketplace Directory Directory listings

I N N O V A T I V E

Advertisers Guide

Business Forum

Latest offerings of local products

A N D

66

42

OBC 17 27 62 39, IBC 25 9 5 23, 51 21 11, 33, 59 63 41 60 26, 63 37 2-3 61 19, 65 45 31 28 43 15 13 57 29 53 55 7 49 34-35

While reasonable precautions have been taken to ensure the accuracy of the advice and information given to readers, neither the editor, nor the publishers, can accept any responsibility for any damages, injury or loss which arise there from. The opinions expressed by contributors to this magazine are not necessarily shared by the editor or the publishers.

Trade Talk

AutoForum AutoForum-- August August 2012 2012

New training drive at MBSA Mercedes-Benz South Africa’s (MBSA) manufacturing plant in East London started an intensive training and recruitment drive in mid July, in preparation for its next generation C-Class (called W205) in 2014.

According to the carmaker, the programme will see approximately 800 successful applicants undergo training and skills development – all in an effort to number one of the successful employees at the production site. The MBSA plant has recently claimed its fourth quality accolade in the US JD Power and Associates Initial Quality Study (IQS), where it won a silver award in 2012, following its gold awards in 2011 and 2009, and platinum in 2010.

Two years ago the plant was named one of four Daimler AG sites worldwide to build the W205 C-Class, which involves an investment in excess of R2.5 billion and the creation of both direct jobs in the plant as well as indirectly in the automotive supply sector.

MBSA has set up a specialised training centre, where each of the selected trainees will undergo two months of training in automotive theory, as well as practical, productionspecific content. Approximately 600 trainees, selected from those who meet the required standards after successfully completing the comprehensive course, will be recruited as additional production operators to the build the new C-Class model.

BMW and TMC in technology deal Toyota and BMW have signed a joint statement to expand their collaboration in four strategic areas. These are the joint development of a fuel cell system, joint development of architecture and components for a future sports vehicle, collaboration on powertrain electrification and joint research and development on light-weight technologies.

The new joint venture agreements come after a March 2012 binding agreement to collaborate on research in the field of next-generation lithium-ion battery cells. The two automakers have also initiated a deal whereby BMW will supply highly-efficient 1.6 litre and 2.0 litre diesel engines to Toyota Motor Europe, starting in 2014.

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Ses’fikile – made in SA TSAM has officially opened its Ses’fikile dedicated assembly line at Prospecton – a step that, it says, signals the finalisation of long and fruitful discussions between TSAM, TMC and the South African government.

The move is the result of a R70 million investment and will see the creation of 90 new jobs, with a further 210 positions expected to be created in up- and downstream suppliers and service providers.

As Dr Johan van Zyl, President and CEO of TSAM and a Managing Officer of TMC explains: “The local assembly of our people movers is one of the first fruits of the South African government’s Industrial Policy Action Plan (IPAP2) and the upcoming Automotive Production and Development Programme (APDP). These plans seek to further develop the automotive and general manufacturing sectors by emphasising local manufacturing, local part sourcing and local employment and personnel development.”

Toyota expects initial production volumes to reach around 10 000 units and hopes to motivate to its parent company TMC for the full local production of the Ses’fikile in the future, dependent on various volume, regulatory and quality targets.

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Wiperblades Part No.: JZW998002G Golf 5 2006 - 2007 Price: R 221.66

Part No.: Beetle Golf 4 Jetta 4 Price: R 412.52

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Wiperblades Part No.: JZW998002H Golf 4 1998 - 2006 Jetta 4 1999 - 2006 Price: R 138.92

Part No.: JZW915105A Passat 2001 - 2007 Transporter 1999 - 2007 Golf 4/5 1998 - 2007 Crafter 2006 - 2007 Caddy 2004 - 2007 Jetta 4 1999 - 2006 LT 2003 Polo 2003 - 2007 Touran 2004 - 2007 Price: R 1 026.00

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Part No.: JZW915105 Transporter 1999 - 2007 Golf 4 1998 - 2007 Jetta 4 1999 - 2006 Passat 2001 - 2007 Touran 2004 - 2007 Caddy 2004 - 2007 Beetle 2003 - 2005 Polo 2005 - 2007 Sharan 1999 - 2007 Price: R 1 026.01

Part No.: JZW413031B Beetle 2003 - 2007 Jetta 4 1999 - 2006 Golf 4 1999 - 2006 Price: R 939.26

Front Brake Pads Part No.: JZW698151 Golf 4/5 1998 - 2007 Jetta 4 1999 - 2006 Polo 2003 - 2007 Beetle 2003 - 2007 Caddy 2004 - 2007 Price: R 399.00

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*Part applicability dependant on chassis number. Prices are recommended retail inclusive of VAT & subject to change without notification.

Prices valid from 1 May 2012 to 1 December 2012. While stocks last.

Trade Talk

AutoForum - August 2012

www.AutoForum.co.za

RIP Stan Barendse - Warwick Robinson When I took over Auto Engineering and Spares – which now forms part of AutoForum - one of the first clients I met was Stan Barendse. He was an automotive industry veteran, with over 45 years of experience.

Originally working for Motor & General - better known then as “Tarry M&G” - for most of his life, he went on to complete a stint at AEI before taking up a position at Snap-On Equipment. It was during his time with Snap-On that he developed his own successful business, and became an authorised John Bean Equipment dealer in the then Transvaal.

Through the years I built a strong relationship with both Stan and his son David. He always received me with a smile and a good chat, and reminded me of his memories of my late Father, Greg Robinson.

Sadly Stan passed away this past July. His passing is a great loss to the industry, and he will be missed by family, friends and loyal customers. His business “Garage Trade Supplies” is now in the capable hands of his son David, who put it best: “ I have been taught by the best teacher I could have asked for”.

Our deepest sympathies go out to the Barendse family.

Dr Rüdiger Grube, Daimler AG Board of Management member responsible for corporate development, and Ulrich Walker, Chairman and CEO of Daimler Northeast Asia, signed the agreement together with their Chinese partners, Mr Heyi Xu, Chairman of BAIC, and Jinyu Wang, President of Beiqi Foton.

Victor Reinz: Cylinder-Head Gasket Experts The Dana Sealing Products Group develops and manufactures sealing systems for current and future generations of commercial vehicles, under the Victor Reinz brand name. The Sealing Products Group is part of the globally positioned Dana Holding Corporation, with thousands of employees across five continents, and headquarters near Toledo, Ohio, in the US. Dana has to date already supported many of the international commercial vehicle engine projects with customdesigned cylinder-head sealing solutions and additional products, all of which are backed by millions of kilometres of in-vehicle and rigbased durability testing.

Many years of experience from its mass production applications with leading names such as Caterpillar, Cummins, Daimler AG, DAF, Deutz, Ford, MAN, MTU Friedrichshafen, Navistar International, TATA, and other well-known industry leaders, reflect the company’s renowned technological expertise and global reach in the commercial-vehicle sector.

Daimler Foton JV's First Truck Daimler AG, together with JV partner Chinese truck manufacturer Foton, in July announced that they had jointly produced their first truck as part of the cooperative agreement.

The Auman branded vehicles will now also be produced at a second production site, and feature the OM 457 engine.

The latter has been successfully used in Mercedes-Benz commercial vehicles in Europe and Latin America, and will be introduced in compliance with the coming Chinese emissions standard China IV.

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Trade Talk

AutoForum AutoForum-- August August 2012 2012

www.AutoForum.co.za

Volvo to pay $1.5 m in civil penalties

The US Department of Transportation’s National Highway Traffic Safety Administration (NHTSA) announced in July that Volvo Cars North America has agreed to pay $1.5 million in civil penalties. This is in response to the agency’s assertion that the automaker failed to report safety defects and noncompliances to the federal government in a timely manner.

The National Traffic and Motor Vehicle Safety Act requires all auto manufacturers to notify NHTSA within five business days of determining that a safety defect exists, or that the manufacturer is not in compliance with federal motor vehicle safety standards – and to promptly conduct a recall.

“With millions of vehicles travelling our highways every single day, we take our responsibility to safeguard the driving public very seriously and we expect automakers to do the same,” said US Transportation Secretary, Ray LaHood.

“Manufacturers are required to handle any safety issues both quickly and appropriately.”

Sustainable car manufacture Ford recently announced that it has cut down the energy usage per vehicle manufactured by 22% since 2006 – and it wants to reduce its usage even more over the next 4 years.

The announcement was made with the release of its latest report – ‘Blueprint for Sustainability: Accelerating Ahead’ and includes all of the automaker’s efforts to reduce its environmental impact.

“Our sustainability report is far from a bunch of tables and charts,” says John Viera, Global Director, Sustainability and Vehicle Environmental Matters. “Anyone who spends any amount of time with it will truly get a sense of just how committed Ford is to supporting positive change and reducing the environmental impact of its products and facilities.”

Some of the key findings in the report include reduced electrical usage per facility - down from 3 576 kwh in 2006 to 2 778 kwh in 2011; reduced waste sent to landfills globally by 11.3% over the last year; 8% reduced CO2 emissions from global operations; conversion of 163 tons of recovered paint solids into enough power for 20 residential homes for one year; and the reuse of water with reduced water supply requirements, discharges and use of treatment chemicals.

And the SA facility is one of those making great sustainability strides. The Silverton Assembly Plant recently introduced its Departmental Electricity Metering and Monitoring System, which allows FMCSA to monitor real-time electricity usage by department and plot usage trends over extended periods.

Not only is it the first within the organisation do so – it’s now the benchmark other Ford facilities aspire to.

PAGE 10

In January 2011, NHTSA launched an investigation to determine whether Volvo met its obligation under the law to notify the agency of a safety defect and conduct a recall in a timely manner. NHTSA’s evaluation of six recalls issued in 2010 and one announced in 2012, found evidence that Volvo failed to report safety defects and noncompliances to the agency. As part of the settlement, the US arm of the automaker and its parent company, Volvo Car Corporation, agreed to make internal changes to its recall decision-making process, to ensure timely reporting to consumers and the government in the future.

NHTSA’s investigation led the agency to believe that Volvo did not report known safety defects within five days, as required under the law. The fines received from the automaker will be paid into the General Fund of the US Treasury.

AutoForum - August 2012

The latest global news

Joule unplugged

- Roy Cokayne

P

electric bus, using the intellectual property developed by Optimal Energy for the Joule.

lans by Cape-based Optimal Energy of developing and commercialising South Africa’s electric car, have been dashed.

The company closed at the end of June with the loss of about 60 jobs, after its workforce was reduced from about 100 at the beginning of the year.

Kobus Meiring, the company’s Chief Executive, said the company would be voluntarily wound down after a decision taken by its board. The decision was taken because further funding for the project was not forthcoming from the Industrial Development Corporation (IDC) and government and there was no further funding on the horizon, which meant the company’s board could not fulfil its corporate or fiduciary duties, he said.

The board and management of the company, together with the IDC and the Technology Innovation Agency (TIA), had been working on a revised strategy for the company after it was unable to secure the about R7bn funding required to industrialise its Joule electric car. This would have involved developing an

PAGE 12

However, Meiring said the IDC and TIA both decided against providing further funding for the project. The IDC has invested R200m in Optimal Energy and TIA R100m.

Meiring, previously Programme Manager for the locally developed Rooivalk military helicopter and Project Manager of the Southern African Large Telescope (SALT) project, said the official reason provided for not supporting the project any further was that the commercial risk was too high.

He said the IDC believed the project needed more support than could be provided by the new industrial policy (IPAP2) and should be put on the national agenda and budgeted for in the national budget.

From an IDC perspective, if government could not do this, it could no longer continue to fund the project, he said.

Roy Cokayne is a senior financial reporter for Business Report.

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“We put forward a proposal to develop electric city buses, but the IDC rejected it. I still think it’s a sound idea from a technical and business perspective. It puts the ‘green’ and fuel efficient stuff together. I’d definitely like to still try and pursue it.�

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Meiring added that the DTI had been working on an electric car policy for the past two years but this policy had not yet been published. “In a fast moving world, this is not the recipe to get things done.�

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Meiring agreed that unless there was a serious rethink by government, SA would only get imported electric vehicles.

He indicated he would not be surprised to see electric vehicles on SA’s roads very soon, particularly electric buses, because the market was ready for them, the application was perfect and the technology ready.

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“From the start, we knew with the Joule we would have to export it to get the right volumes and understand the market upfront and design it for that market. We identified Europe and England as the start-up market and the vehicle was specified as a European vehicle in look, feel and performance.�

According to Meiring, the government was the single bigger procurer of vehicles and could have provided a tremendous kick-start for the Joule and the same policy applied to electric buses.

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“The buses are not mass produced assembly, but hand built with lower volumes. You can make a business out of it at lower volumes and the BRT [bus rapid transit] systems in the various cities is a big enough market for the business.

Once it’s proven in our own market, it’s easier to access the export market.�

Meiring said it often happened that world-class prototype was done in South Africa but it then required a large amount of money to commercialise it and a decision against proceeding with the project was taken “at a higher level�.

He cites the example of the closure in 1994 of the battery department at the CSIR, which had done substantial battery research and had some of the first patents for lithium ion batteries. “There we had an amazing opportunity if you consider how big the lithium ion battery market is today. There are a few examples of good prototypes not being commercialised.�

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Meiring has strong views on what the unplugging of the Joule project means for SA engineers and scientists and whether it means they will in future have to follow their dreams outside the country. He believed the shutting down of the Joule project was definitely a detractor for other projects like this starting from scratch.

NEWS FORUM

AutoForum - August 2012 He added that there was a strong view in the motor industry in South Africa that the industry should not try and do any development work in the country but leave it to other countries, such as Japan or Germany.

However, Meiring said the auto industry was one of the biggest commercial operations in the world, a large creator of work. “For the country to always only be a supplier of cheap labour and manufactured goods based on other people’s designs, we are losing out big time.”

PAGE 14

Meiring said Optimal Energy’s only debts were with TIA and the IDC, which had committed to pay all outstanding debts and settle with the company’s employees. He is unsure what he was going to do now. “This is my dream and vision and what I want to do. I’ve not given anything else any thought.”

Meiring stressed that comparable emerging economies, such as Malaysia, South Korea, countries in South America and India, took a decision that they needed to move into manufacturing, but have control over their own brand.

According to Meiring, it was unclear what would happen to the intellectual property created by Optimal Energy, adding it had been involved in long discussions with the IDC about this. He stressed a lot of the intellectual property was still in people’s heads through their knowledge, experience and expertise and the intellectual property could possibly be packaged as a whole and as sub parts to see if there was any interest from somebody in buying it or to package it for the CSIR or universities.

“Unless you control your own brands and intellectual property, you are not in control of that.”

“That is a way to preserve the value or else it goes to nothing,” he said.

“Hyundai and Kia were nowhere 20 years ago and are now one of the fastest growing brands and in some countries one of the biggest marques. Nationally you have to have the will to make this happen.”

Optimal Energy was founded in 2005 and successfully launched the Joule in Paris in 2008 and Geneva in 2010, which it claimed attracted the interest of more than 130 distributors worldwide. However, the further development of the vehicle was hampered by the slow availability of funding.

PAGE 15

NEWS FORUM

AutoForum - August 2012

Sapra Director joins Royale Energy

I

n what could be described as a surprise development, Peter Noke, Director of the SA Petroleum Retailers’ Association (SAPRA), the RMI Association representing the retail fuel industry, has been appointed as Retail Strategist at Royale Energy, an independent distributor and retailer of liquid fuels in South Africa.

Peter, a well-known player in the retail fuel industry, served as Director of SAPRA for the past six years, a time in which he worked tirelessly in the interests of the membership of SAPRA and the retail fuel industry. He is a liquid fuels industry man right to the core, having spent the entire preceding years of his career (bar the first two years) in the industry in various senior management capacities in the service of Trek Petroleum, Engen Petroleum and subsequently as a fuel retailer at his own site in Cape Town. His career experience equipped him admirably well for his task as Director of SAPRA, where his in-depth knowledge and experience of the industry gave him the ability to deal with the challenges facing the retail fuel industry with the insight of a veteran.

Having been presented with the opportunity to once again enter the commercial world, he decided to rise to the challenge of managing the newlycreated portfolio of Retail Strategist at Royale Energy, a growing force as a supplier, distributor and retailer of liquid fuels.

Royale Energy was founded in 2003 and has since its inception shown strong growth. The company was founded at the time when Sasol gave the oil industry notice of its withdrawal from the so-called Blue Pump Agreement, announcing its intention to enter the retail fuel market and develop its own retail fuel outlets. The result of that development is inter alia evidenced by the strong retail fuel network that has since been developed by Sasol under its own brand. At the time, Royale Energy negotiated a supply agreement, which is an evergreen agreement, with Sasol Oil to

PAGE 16

distribute petrol and diesel to agricultural, mining and industrial users. Eventually this led to Royale supplying independent fuel retailers who did not operate under a specific brand - the so-called “white sites” (they were usually painted in white with no branding) and the rest is history, as they say, with Royale Energy trebling its turnover in the first 16 months of the company’s operations. Recently, Royale was appointed as the Chevron Branded Marketer for the Mpumalanga South Regions and supplies Chevron’s retail fuel network in that area.

Noke is a liquid fuels industry man right to the core Royale is not the only up and coming independent oil company in South Africa; a number of players have entered the market and are involved in similar business operations. The operations of the “New Independents”, as one could call them, are especially prevalent in rural areas, where they have taken over the supply and distribution of fuel to many service stations, filling a vacuum created by the large oil companies who have to some extent been trimming their networks in order to save cost and optimise distribution infrastructure.

Some of the new independents, such as Royale and Brent Oil, have developed their own branding and their branded sites, mostly in rural areas. Royale has its own brand called Viva Petroleum.

- Robert Kaiser

Peter N

oke

The appointment of Peter Noke at Royale is an indication that the company is serious about expanding its footprint in the retail industry, not only in South Africa but in the SADEC region as a whole. “I see this new phase in my career as an immensely interesting and exciting challenge,” says Noke. “It is fantastic to know that you are part of a new development in the retail fuel industry and that one can bring your career experience and knowledge to bear in what is still really, comparatively speaking, a greenfields area and be in a position to add real value to the development and growth of a company that not only has as its declared policy a goal of transformation, but actually walks the talk whilst growing the company’s position in the market. I am enthralled by the opportunity to be able to add value in the process and be part of realising the company’s vision to be the leading African marketer and distributor of petroleum products.”

Although he will be sorely missed at the RMI and SAPRA, one cannot do otherwise than wish Peter Noke well in the new direction his career is taking him. Indications are that the new independents such as Royale Energy are set to play an increasingly prominent role in the liquid fuels industry. Industry watchers are already monitoring these developments with keen interest.

Robert Kaiser has been intimately involved in the motor industry for the past 25 years. He established Retail Motor Consultants in 2002, a consultancy providing relationship management, marketing and staff recruitment services as well as apprenticeship management programmes and through an associated company, unique Black Economic Empowerment transformation programmes for both large and SME businesses.

Axor sets to work on pothole problem

M

BSA recently delivered 5 of its Axor 2628 trucks to Velocity Road Rehabilitation South Africa, which - it explains - are are ideal for criss-crossing the country to attend to the task of fixing potholes.

As Frank Cattich, Managing Director of Velocity SA comments: “Velocity is more than just a machine; it consists of a tried and tested technology that has been adapted over a period of 17 years primarily in the United Kingdom. Road rehabilitation in the UK is of primary importance in light of their severe winters and Velocity UK has approximately 70 units that are operational 7 days a week, weather permitting. This is a world class technology that has now been introduced to South Africa.”

“When we made the comparisons, we unanimously agreed on a Mercedes-Benz truck. The overriding factor that we considered was the support available from Mercedes Benz because of our plans to expand the company into neighboring countries; we look forward to a mutually beneficial business relationship.”

According to Cattich, Velocity is poised to be introduced in Gauteng, Mpumalanga, the North West and the Free State, with plans to expand to the rest of the country. Training of the team that will operate the machines began in July 2011 and the technology and efficacy of the Velocity system will provide job creation for traffic controllers.

PAGE 17

AutoForum - August 2012

NEWS FORUM

Technical training on air filters presented to mechanics in Soweto

GUD project to stimulate informal auto technicians

G

UD Filters recently made public its investment in the enterprise development company, Filpro (Pty) Limited - a BBEEE enterprise that is dedicated to the development and training of home and roadside mechanics within the informal sector - together with NGK Spark Plugs.

Filpro is headed up by General Manager of Operations, Mboneni Magada, who himself is no stranger to informal business development, having previously worked as a project manager at the Automotive Industry Development Centre (AIDC).

The first phase of the project was initiated in Soweto and the East Rand. It began with

informal mechanics and spares shops being identified and classified and then being subdivided into four categories - informal mechanics with no formal business structure; the mechanic with minimal structure to his business; workshops; and finally, spares shops.

The project then rolled out to KZN, where the organisers involved local councillors.

Filpro has, to date, conducted six training sessions where basic business skills training and product training on GUD filters and NGK spark plugs were carried out, and attendees received tools to assist them with their businesses. In March, 120 informal mechanics attended first a product technical training session and, just a week later, a basic business training session in which they learned basic business principles to add value to their business. In May, basic business management skills workshops were carried out in Vosloorus and Daveyton.

According to GUD, the interest from the automotive industry has been overwhelming, and numerous vehicle manufacturers have offered assistance.

A group of the informal mechanics with Filpro co-ordinators at the training presentation

PAGE 18

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Tel: (013) 752 4821 Fax: (013) 752 4869

Tel: (043) 703 8000 Fax: (043) 743 8418

PAGE 19

AutoForum - August 2012

NEWS FORUM

Sparepro to distribute Brembo brakes

B

rembo, the world leader in design and production of high performance OE brake systems, has landed their aftermarket range of brake discs and pads in South Africa, and has announced the appointment of Sparepro as their authorised local aftermarket distributor.

This long-term agreement between Brembo and Sparepro is based on the former’s expectations of achieving a 20% market share in the premium aftermarket with pads and brake discs, within the next three years. Brembo SpA brands and brake products are recognised as the leading original equipment supplier to most of the main racing teams, including all the Formula 1 teams. The carbon ceramic discs designed and manufactured specifically for Formula 1 cars, taking approximately 6 months to produce. The company is also the world leader and acknowledged innovator of the disc brake technology for automotive vehicles, with a turnover in 2011 in excess of €1.25 million. Brembo supplies high

performance brake systems - for most leading manufacturers of cars, commercial vehicles and motorbikes worldwide - as well as clutches, seats, seat belts and other components for racing only.

The company operates in 15 countries on three continents, with 35 production and business sites, and a pool of more than 7 000 employees, about 10% of whom are engineers and product specialists active in the R&D. The company is the owner of the Brembo, Breco, Bybre, Marchesini, Sabelt brands and also operates through the AP Racing brand.

It also owns the brand name Marchesini, a company specialising in the design and production of hi-tech forged magnesium wheels fitted to many race-winning MotoGP bikes, and all the official teams competing in the MotoGP 2012 season use Brembo brakes.

Brembo SpA has five main business units, namely:

• Auto & Truck – brake discs, cast iron and dual cast range of discs for all vehicles from city cars to heavy commercial vehicles.

• Auto & Truck – brake systems, alumimium caliper range for mid-top to top end passenger and sports vehicles.

• Motor Bike – complete braking systems, pads, discs, systems and wheels.

• Aftermarket – brake parts, discs, pads, drums, shoes, hydraulic components and kits for drum brakes.

• Performance – brake, racing and uning parts, bike wheels and passive safety.

Sparepro have analysed the market for the Brembo products and have determined the range they will carry.

For more information contact Sparepro on (011) 503 9600.

Marco Moretti, Director Aftersales Marketing at Brembo SpA, launches the Brembo brand in SA Sparepro introduces Brenbo brakes to their trade customers, with a F1 race simulator

PAGE 20

Sasha Martinengo and a Brembo Formula 1 brake disc

NEWS FORUM

AutoForum - August 2012

Colour dependant car depreciation

A

ccording to a new study in the UK by that country’s vehicle pricing data experts - CAP - white cars hold their value best, while greens and maroons are the kiss of death in terms of depreciation.

In a study comparing secondhand values to new prices in the UK, CAP found that white cars typically hold around 5% more of their value than the market average for a typical used car.

The trend marks a complete turnaround from the days when

dealers used the name ’60 day white’ to reflect the tendency of white cars to outstay their welcome on the forecourt.

Blue cars, on the other hand, still tend to languish below market average values, continuing to earn the trade’s disdain with the popular label of ‘doom blue’.

The company analysed the trade market performance of hundreds of thousands of vehicles over five years and found that, for mainstream vehicles, white was consistently the top performer. The analysis also revealed that green remains relatively unpopular in the used car market and that the colour most likely to cost owners heavily in depreciation was purple.

The resurgence of white means that a typical white model in the UK can be worth several hundred pounds more after three years than an otherwise identical blue one. In some cases, niche or sporting models prove especially popular in ‘quirkier’ colours and this accounts for the strong performance of pink and yellow cars. But in the mainstream market for typical family cars, consumer tastes tend to be more conservative.

CAP Chief Editor Chris Crow commented: “Reviewing CAP’s disposal data over the last five years black, silver and grey all performed consistently in line with the overall market.

However, colours such as blue, orange and red underperformed whilst gold, green, maroon and turquoise were complete howlers, costing their unfortunate owners anywhere between 4 and 6% against CAP Clean benchmark trade values.”

“On the face of it, the strong performance of colours such as indigo, pink, purple and yellow may be somewhat surprising, but this reflects the niche and often sporty cars wearing them.

They are therefore not representative of the run of the mill mass market. However, it is white cars which outperform the whole market beating other widespread colours, like blue, by up to 6% and green by up to 8%, depending on colour-type and condition.”

“The lesson for motorists is, when you’re choosing the colour of your new car consider how it will look to prospective buyers when you come to sell it as a used car. Of course, it works the other way too – for the used car buyer there are real bargains to be had if you pick a less popular colour, because most of the depreciation has already occurred and you could save serious cash.”

PAGE 22

It’s A Go | FMCF | 1826 | AF

WE’VE PUT IT TO THE TEST NOW WE EXPECT YOU TO Champion oil filters are designed to provide the best engine protection, thanks to the extra pleating and the thicker and stronger filtration paper. We’ve measured our oil filter against an aftermarket competitor and Champion came out tops. Not surprising, as all Champion oil filters meet original equipment specifications. We’ve got the dirt.

www.federalmogul.com Customer care number: 0800 555 832

PAGE 23

NEWS FORUM

AutoForum - August 2012

Pi Shurlok - From research to production and testing

P

i Shurlok is a KZN based electronics manufacturer, established in 1970 and is wholly owned by Control Instruments Group Limited. Tucked away in the heart of Pietermaritzburg, this manufacturing hub supports all SA OEMs with a broad range of in-house designed and contract manufactured products. It also supplies products to eight international OEMs in Europe, the Americas and Asia, including Japan, with international exports making up approximately 44% of its business.

We recently visited the company and met with its core management - what a revelation! With our local automotive industry beset with the challenges of competing in the global market as well as the influx of foreign product to our shores, it is encouraging to be introduced to a South African manufacturer who not only competes, but is competitive and successful in attaining lucrative international supply contracts, due to their leading quality in Research, Design and Manufacturing. William Murray, Business Development Manager, explained that the key to its success

PAGE 24

has largely been due to a few key differentiating factors. These include its low to high volume production capabilities; high technology developer; full turnkey industrialisation and systems architecture design. The 8 300m2 PMB facility comprises three flexible assembly plants, with SMD facilities, anti-static floors, clean rooms and wave soldering equipment in inert environments.

Pi Shurlok’s globally competitive manufacturing quality standards has seen it receive numerous industry accreditations, such as ISO/TS 16949, ISO 9001, ISO 1400, ISO 15504, Q1, as well as VDA-6 A and BBBEE level 6 ratings.

GM Dion Hardy explains: “Our aim has been to reduce the cost of manufacture while retaining our industry recognised quality standards. By implementing numerous continuous improvement and rationalisation activities, we have increased immediately available manufacturing capacity by 47%. This additional capacity has already allowed Pi Shurlok to extend its customer base in the industrial market and we are actively

engaged with the market place seeking further business opportunities.

New production programmes can be brought on board in a very short space of time with minimal investment as a result of the existing well established infrastructure.”

Pi Shurlok provides a number of products including contract manufacturing, instrument packs and clusters, body and comfort electronics, drive train electronics, and vehicle security. The company also offers a variety of production capabilities, such as SMD and automated assembly; flexible volumes; plastic injection moulding; final assembly and testing; as well as wiring harness assembly.

Amidst all this production, the company is also involved in both product research and development in a variety of areas. These include systems engineering; tools and techniques; hardware and aesthetics; software solutions and final trial tests.

William Murray, Business Development Manager & Dion Hardy, General Manager for Pi Shurlok

PAGE 25

AutoForum - August 2012

NEWS FORUM

Electronic taxi fare project launched in KZN

C

track has signed a deal with Translog Management that will see the two companies roll out the TAP-I-FARE electronic fare collection solution into approximately 3 000 taxis in KZN. The roll out is expected to take place over the course of the next two years.

Beginning last month, the project started with the focus on taxis and commuters within the Grange and Westgate, Ridge Park, Buffer, KwaNyamazane, Alexandra Road Extension, Richmond Crest, Pelham, France and Napierville areas. On completion, it will be extended to include the District of uMgungundlovu.

Boy Zondi, Regional Chairperson of the uMgungundlovu Taxi Council commented: “The time has come for our commuters and citizens to see our taxis as a safe, affordable, convenient and eco-friendly means of commuting. The taxi industry has grown over the years, and we as the District of uMgungundlovu are proud to be among the first in the country to embark on a project that will see the implementation of controls and rewards for good driving behaviour within the taxi industry.”

The tracking system will alert operators to any occurrences in the taxi, such as speeding, route violations, accidents, theft and hijacking Managing Director of TAP-I-FARE, Pierre Bruwer, explains: “TAP-I-FARE powered by Ctrack, enables and supports the convenience and safety factors around electronic fare collection for both the owner and commuter. We expect to make similar announcements in other provinces in the very near future. Having partnered with Absa and MasterCard obviously makes things so much easier for us, in providing the transit industry with a solution that meets all government and legislative requirements.”

The project involves the fitting of a fleet management/tracking system, which will alert operators to any occurrences in the taxi, such as speeding, route violations, accidents, theft and hijacking. The smart card (EMV) based TAP-IFARE system that will be used to pay the taxi fare is also the cheapest bank card in the country and is administered as part of the social development mandate by DigiCore, Absa and MasterCard. It requires no FICA registration and can be used to purchase goods at retail outlets with a personalised pin.

The system also includes the use of on-board cameras to ensure the safety of passengers with real time viewing of drivers, routes and passengers.

The KwaZulu-Natal project follows the successful pilot project for electronic fare collection in the public transport environment in Cape Town.

PAGE 26

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Model: A4 Derivative: All Year: 1998 - 2008

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Model: A3 Derivative: 1.9 TDi and 2.0 ltr Year: 1998 - 2012

Model: A4; 1999 - 2009 (1.8 - 2.0 ltr) A6; 1998 - 2005 (1.8 - 2.0 ltr) A8; 1999 - 2003 (1.8 - 2.0 ltr)

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Model: A4 ; 2001 - 2005 (1.8 - 2.0 ltr) A6 ; 2002 - 2011 (2.0 ltr)

Model: A3; 1997 - 2003 (1.8 ltr) A4; 1999 - 2008 (2.7 - 3.0 ltr) A6; 1998 - 2008 (2.4 - 3.2 ltr) A8; 1999 - 2003 (3.3 - 6.0 ltr) ATT; 1999 - 2002 (all)

Model: A4; 1999 - 2009 (1.8 - 2.0 ltr) A6; 1998 - 2005 (1.8 ltr)

Model: A4; 1999 - 2009 (1.8 - 2.0 ltr) A6; 1998 - 2005 (1.8 - 2.0 ltr)

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Model: A4; 2001 - 2009 (1.8 - 2.0 ltr) A6; 1998 - 2005 (1.8 - 2.0 ltr)

Model: A4; 1995 - 2008 (1.8 - 2.0 ltr) A6; 1996 - 2005 (1.8 - 2.0 ltr)

Price: R 1 086,47*

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* Prices are recommended retail inclusive of VAT and are subject to change without notification. * Part applicability dependent on chassis number. * Valid from June - December 2012.

Genuine Parts

PAGE 27

Advertorial

AutoForum - August 2012

The Nissan Livina and Grand Livina are increasingly becoming a coveted vehicle choice for more and more South Africans.

And that is not just because of their good looks, versatile space and high level of standard specification. The affordable pricing has set it up as an excellent choice not only at time of purchase, but for servicing and repair too.

Retailing between R160 500 and R177 400, the 4 cylinder, 1.6 Visia and Acenta petrol models boast service intervals of 15 000kms, with a standard 3 year / 60 000km service plan on the Acenta. But its real benefits shine through when the service plan runs out, or the car is involved in a collision.

The latter is of significance because, as the latest Kinsey Report notes, “crash parts are of the greatest importance since insurance premiums and excesses are calculated on the repairability of the vehicle.”

According to the latest report compiled by Malcolm Kinsey, which compares component costs across a number of factors and segments, and where the final parts basket cost is calculated from the total of the service, repair, and crash parts, the Livina came second in the “Crossover” category.

That is quite an achievement, considering that as Kinsey explains, the segment is vast.

But there are other benefits for the greater SA public as well.

Significant local investment has been generated with Livina’s introduction - R60 million was invested in Tiida and Livina’s unique local production. At the same time, around 25 local first tier component manufacturers are being used to supply components for Livina, and 40% the vehicle is local added value. Nissan explains that it will continue to pursue its policy of continuously looking for opportunities to increase local content.

Livina offers high value in the B Segment it was targeted for – thats due to its being positioned against C Segment vehicles in terms of space, performance and suspension. Both Livina and Grand Livina are built on the same platform, with the Grand Livina distinguished by a third row of seats and a slightly larger rear window. In looks, the Livina is reminiscent of its bigger brother, the Murano, with a sleek, muscular silhouette, Nissan’s trademark grille design, confident headlamps and large tail-light clusters.

The 5 speed manual transmission gearbox reaches a top speed of 180km for both vehicles with 0-100km acceleration at 11.2 seconds with Livina and 12.6 seconds with Grand Livina. And to make sure that safety is not overlooked, both models include standard driver airbag, high mounted stop lamp, Anti-lock Brake System (ABS), Electronic Brake-force Distribution (EBD) and Brake Assist on Acenta model.

All models come standard with Nissan’s anti-theft security system (NATS), including remote keyless entry, immobiliser and panic alarm. Moreover, all models benefit from Nissan’s decision to introduce the Microdot security feature across the Nissan product range.

PAGE 28

Clean diesel vehicles

A

lthough the industry was dealt a blow last month when it was revealed that diesel engine exhaust fumes do indeed pose a serious cancer risk, (see AutoForum, July 2012 issue) diesel powered vehicles are not going anywhere yet.

That is mostly due to the fact that modern diesel vehicles have undergone a major transformation in their emissions profiles in recent years. Diesel vehicles that meet current US and European Union standards have dramatically lower nitrogen oxide (NOx) and particulate matter emissions than 20 years ago, earning them the name (or perhaps misnomer) ‘clean diesels’. A diesel vehicle typically gets 20% to 40% better fuel economy than a comparable petrol-powered engine - making diesel cars tremendously popular in Europe, where they have accounted for around 50% of light-duty vehicle (LDV) sales over the past several years.

Due to Europe’s very high fuel prices, the price premium of a diesel car can, however, be paid off quickly, and other markets - that have not traditionally been strong diesel markets in the past - are now beginning to open up. North America, in particular, has been a weak market for diesel LDVs for 20 years but is finally showing signs of growth. In 2011, the US diesel market saw 27% growth over 2010, a higher rate than LDV growth overall.

According to a new report from Pike Research, with rising fuel prices and stronger fuel economy regulations coming into effect, the United States should see rising demand for diesel cars and trucks. From 2012 to 2018, North America is expected to experience a cumulative growth rate of 22%, reaching annual sales of just under one million LDVs. Diesel-powered cars will still remain niche vehicles, due to the lack of ubiquitous fuel availability and the higher price of diesel than petrol, but Pike Research forecasts that they will capture a slightly higher percentage of new US vehicles sales than hybrids.

Globally, clean diesel LDVs are expected to experience much lower growth, with Western Europe continuing to dominate global sales. The availability of clean diesel is predicted to be almost entirely driven by emission regulations, however, many countries with strong diesel car markets do not yet have such regulations in place.

PAGE 29

NEWS FORUM

AutoForum - August 2012

CILTSA morning's warehouse optimisation theme The Charted Institute of Logistics and Transport (CILTSA) hosted a breakfast for the industry at City Lodge in Midrand at the end of June.

The morning kicked off with Martin Bailey outlining the problems facing the P&A industry (Parts and accessories) in South Africa, and in turn, the trends and the solutions to the problems.

Autozone’s Supply Chain Executive, Johan van de Venter, then discussed the warehouse management system and his experience in

designing, optimising and implementing it.

Richardo Faria from Schaefer Group finished off with a case study on the automotive parts and distribution centres that have been successfully implemented at MAN, Scania and BMW. The overall message of the morning was clear - recognising and implementing the right warehouse management system is critical to a transport business’s success and means that space is optimised, organised and easily managed.

Johann vd Venter - AutoZone

Jeanette Teles Nametag Sponsor

Ricardo Faria Silver Sponsor

PAGE 30

Speakers & MC

Roz Shupping - Silver Sponsor

Body repair insight NEWS AFRICA

In association with BodyShop News Asia and Australian BodyShop News

Contents 32

Women in collision – new website

Repair University – 36 Online Training and Refresher Courses

36

Ozzie repairers in Guerrilla protests

PAGE 31

AutoForum - August 2012

BODYSHOP NEWS

Women in collision – new website

W

BODYSHOP NEWS

IN, the US-based Women’s Industry Network, has announced the launch of a new website focusing on one of the organisation’s foundational goals – enabling networking among women in the collision industry.

PAGE 32

The new website - www.womensindustrynetwork.com - is reflective of social media trends and allows visitors to get to know the organisation through traditional, as well as multi-media content. Visitors will be able to learn more about the organisation through news, videos, and photos, along with having the ability to apply for membership and scholarships directly from the site.

WIN members will also be able to network through a members-only section of the site, enabling mutual support among colleagues across the US and internationally. “As an organisation, we see this new website as an opportunity to spread the word about WIN and offer our members an easy way to reach out to other women in the collision industry,” said Ruth Weniger, who is in charge of the Web Site Task Force. “One of the best ways to empower women to achieve success, is to give them a solid platform and sense of community. That is WIN’s mission and we are thrilled to be able to offer this new opportunity to learn and stay connected.”

PAGE 33

Metelli achieves 50 years of growth in quality products AutoForum - August 2012

With humble origins, Metelli was established on 1st August 1962, as a mechanical engineering workshop.

The Metelli Co. headquarters and 3 of its manufacturing facilities boast a total area of 120 000 sq meters, 70 000 of which are covered, are located in Cologne in the province of Brescia, one of Italy’s most industrialised areas.

In 1970, the company moved into producing engine parts and, in 1975, began manufacturing hydraulic brake and clutch parts. A further boost to expansion came in 1991 with the installation of the line for the production of constant velocity joints, which was expanded in 1999 to include driveshafts.

1996 saw Metelli Co. merge with Cifam Co., a group company established in 1979 to manufacture brake and hydraulic clutch parts. In 2000, brake drums and pre-mounted kits were introduced. Metelli Co. then acquired 100% of GRAF Co., a well-known manufacturer of water pumps and brake discs for the passenger car industry in 2001. In 2008 brake pads were added, followed by brake shoes in 2010, in order to complete the brake parts range.

Metelli believes that its continued growth is, above all else, due to the contribution of the highly qualified personnel employed in all company departments - from Production to Sales, via Purchasing, Administration, EDP, Staff Management, QualityAssurance, Maintenance, Programming, Technical Department, Marketing and Control Management.

Production always complies with the manufacturer’s specifications and/or international standards.

Each product undergoes stringent controls to ensure it conforms to the standards laid down during the design stage. Controls, carried out during production using dedicated and cutting-edge equipment, include the end testing of each single piece.

Valve guides, valve seats and valve shims are traditional company products. They have been manufactured for over 35 years in a large range of items according to stringent quality specifications, and are used as OEM by major companies in the car, motorcycle, industrial and agricultural industries.

Metelli are committed to ensuring meticulous selection of raw materials, reliability of machinery and production processes, stringent controls throughout the production process, from melting to fitting, as well as reliability tests performed using equipment able to determine true performance. Its range of water pumps caters for all the vehicle industries of Europe, USA. and Asia, and every year a considerable number of new models are intro-

PAGE 34

duced, thereby prompting further growth and development to cater for the needs of the international market.

The company’s range of products comprises: brake pads, brake discs, brake shoes, pre-mounted brake shoe kits, brake drums, wheel cylinders, brake master cylinders, pressure regulators, clutch master cylinders and slave cylinders. Hi-tech, fully automated processing, assembly and control machinery permit utmost product dimensional precision, with consequent maximum reliability and safety thanks to 100% functional testing of finished pieces. All the products comply with standards set for safety parts by major vehicle companies. A significant part of production, in fact, is dedicated to OEM and the supply of major European braking system manufacturers.

Constant velocity joints (wheel and gearbox side) as part of the transmission line, are produced for most European and Asian vehicles. A technologically advanced production system for manufacturing the three main parts (bell, cage and race) involves high-precision mechanical engineering and absolute product reliability.

The three steel component parts, treated so as to offer the utmost resistance to wear, are ground in compliance within tolerances of just a few hundredths of a centimetre and therefore ensure extremely regular movement. A vast range of quality driveshafts for European vehicles, complete the transmission line.

Metelli Co. exports its products to over 90 countries throughout the world, covering all the continents.

This makes the company a true all-rounder, able to cater for the needs of different markets and, at the same time, convey the image of integrity and reliability that has always distinguished it. The firm has a very mixed customer base - from the independent aftermarket (I.A.M.), to the original equipment suppliers (OES), to the original equipment manufacturers (OEM), and includes Fiat, Iveco, Maserati, Ferrari, Lamborghini, Audi, Tofas, BSI, Ducati, CNH, Same, Deutz Diter, Comaca, Durso, RVM, Comex, Grecav, Casalini, Malossi, Lombardini, Isotta Fraschini, VM Motori, Aprilia Racing, MV Agusta, Piaggio, Sherco, TM Racing, Laverda, and Husqvarna.

s spare spares.co.za d l r o ld r w s@wo : sale

email

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PAGE 35

BODYSHOP NEWS

AutoForum - August 2012

Repair University – Online Training and Refresher Courses

C

ollision Hub has launched a number of new videos on its website - Repair University - that make sure you and your staff are au fait with the latest techniques in collision repair. One of the newer online videos is the Windshield Installation and Safety tutorial, which includes step-by-step guidelines, all viewable in the comfort of your own facility, and without the need to disrupt working hours.

To download the training video tutorials, visit the website www.collisionhub.com/page/repair-u.

Ozzie repairers in Guerrilla protests

A

ccording to an article in the Society of Collision Repair Specialists’ (SCRS) Membership Newsletter, it seems that body shop repairers ‘down under’ are getting hot under the collar.

The country’s insurers have mandated a new ‘two-quote system’ that means repairers are required to bid against each other for insurer-paid repair work. Why the repairers are so angry, however, is that the new system means two separate businesses are required to submit quotes on a number of jobs after travelling to an appointed so-called ‘valet centre’ selected by the insurer.

Once the insurance adjuster has compared the quotes, the cheaper repairer is able to then collect the vehicles. Not only do repairers feel that this process means wasted time and travel for their staff, they believe it also leads to unviable price lowering, together with decreased consumer choice and compromised repair quality.

In response to the process, that country’s Motor Traders’ Association (MTA) organised a protest in early June, which was followed by an industry forum. The MTA is urging customers to protest the new system and hopes to raise market awareness.

PAGE 36

www.leaderquip.co.za info@leaderquip.co.za 17 Rosettenville Rd Village Main Johannesburg, South Africa Tel. Fax Jan Jose

+27 (0)11 334 1680 +27 (0)11 334 1694 +27 (0)83 252 1920 +27 (0)83 450 6063

EVERY INDUSTRY HAS A LEADER

AutoForum - August 2012

BODYSHOP NEWS

AER-O-NEWS AER-O-CURE’s commitment towards A GREENER South Africa Aer-O-Cure Offers state-of-the-art compressed air solutions • Screw compressors • Air receivers • Air dryers • Inline filters • Water/oil separators • Automatic electronic drains • Airline layouts – supply and installation • Full inhouse maintenance and servicing

The New AER-O-COMP Screw Compressors with Direct Drive and Frequency Control High output with total control Adjusting the motor speed to fulfill the varying free air delivery requirements is the most efficient operating method when the system has considerable fluctuations, limited air receiver capacity or when the compressor is operating as peak load compressor.

Advantages of frequency control: • Smooth starting and stopping within seconds • Continuous volume flow control from 25 to 100% • Flexible adaptation of free air delivery • Reduced costs for wearing parts and maintenance • No start-up current peaks (energy saving!)

• Constant net pressure +/- 0.1 bar (energy saving!)

- Almost no idle operation (energy saving!)

• Matches demand perfectly • Energy Saving - up to 80% The HD series combines a direct coupled drive system with frequency control to provide the ultimate compressor for pressure control under variable output requirements In this direct coupled series the frequency convertor assures the smoothest possible transition from 25-100% to maintain pressure and output perfectly.

PAGE 38

PAGE 39

Business Forum

AutoForum - August 2012

Business insight

A complaining customer should be a welcome sight in your store!

- Graham Bush

W

ell, that may be a bitter pill to swallow, and hard to explain to your staff, but it’s the truth - but only if you want to grow your customer base and ultimately grow your business!

The truth is, the majority of customers do not enjoy complaining. So when they do express their dissatisfaction with a product or service, you should know that they have had ‘a story’ going on in their heads for quite a while. Studies of customer dissatisfaction show that customers are dissatisfied with their purchases about 25% of the time, but that only about 5% complain. The other 95% either feel complaining is not worth the effort, or they do not know how or whom to complain to. Of the 5% who do complain, only about 50% report a satisfactory problem resolution.

Taking these statistics into consideration, it therefore takes quite a lot of aggravation before a customer complains – most will keep quiet and simply buy from your competitor or they may tell all their friends and family about their bad experience (funny how people like spreading bad news) thus ensuring that a whole heap of people will never even give you a chance. Surveys have shown

PAGE 40

that, on average, a satisfied customer tells three people about a good product experience. The average dissatisfied customer gripes to 11 people. So when a customer complains, believe it or not – they are doing you a favour!

They’re giving you the chance to prove that, despite whatever slip up may have occurred, your business is in fact reliable, professional and capable of delivering what it has promised.

They are probably expecting you to be defensive, apathetic or to just be completely ignored until they give up and go away. So imagine their surprise when you treat their complaint as a wonderful opportunity to prove how great your customer service really is.

But wait… can’t these customers just be replaced? Yes, they can - however, it will cost you. Market data indicates that is usually costs FIVE TIMES as much to get a new customer as it does to keep an existing one. So what can you do?

Here are my suggestions: First you need to define your customers as your most important asset and position your company to be customer satisfaction driven. I purposely didn’t

say provide good customer service.

Providing customer service is an activity. Focusing on customer satisfaction is a growth strategy.

Then you have to define specific organisational objectives for customer satisfaction. For example: cut customer complaints by a certain percentage.

In order to do this, you need to know what this percentage is and then monitor it. However, be careful - some businesses think they are doing well if they are under their industry’s average for measured customer complaints.

But as I have said before, you cannot always be the biggest, or the cheapest, therefore you have to strive to be the best in your industry.

Next, you need to have all departments in your shop or business define who their external and internal customers are. It’s amazing how many people in a business do not know this. Invest in your people – they are the most important key to customer satisfaction.

Happy internal customers make happy external customers. Happy external customers develop into loyal customers.

Loyal customers sustain your business.

Colin Windell is the Editor of Fleet Magazine.

You also need to conduct ongoing and consistent training to maintain positive attitudes and enhance customer service skills. It is important that everyone in the business is focused on your customer service strategy, not just your frontline staff.

When dealing with dissatisfied customers, who may want to blow off some steam, again, you need trained personnel to handle these situations. Try these four steps that will help you to resolve them: 1. Listen Let the customer have his/her say. Don’t interrupt. Don’t argue. Stay calm. More often than not, they just want to vent their anger, this will lose momentum and the situation will be far calmer. And really listen. Gather all the facts. Take notes if you have to.

2. Apologise Be sincere. A simple apology can diffuse the most difficult situations. This is not about who is to blame. You’re sorry that he/she is unhappy. Whose fault it is, is irrelevant right now. And for goodness sake, don’t blame another person or department – how your internal systems/policies/ procedures/politics works has got nothing to do with the customer.

3. Take action Immediately. Be decisive. Solve the problem, or find someone who can solve it – quickly! If you’re unsure about how to proceed, ask “What would be an acceptable solution to you?” You will often find that the customer will ask for less than you are actually prepared to give! Think about what your average sale is worth, and how often do your customers visit your store. (Think also about how much it costs to get a new customer!) Don’t be offended if they want to speak to the manager or owner. People need to feel like their issue is being treated with the importance it deserves and sometimes that means taking it to management.

4. Follow up It would surprise any customer if you called back either the same or following day to find out if they are satisfied with the resolution. Is there anything else you can do? Did they receive the gift voucher in the post? Did that email with his new order come though? Has a senior manager called? If not, follow up again and make sure it happens.

It’s a good idea to start monitoring your company’s reputation online and on social networking sites too. More and more people choose to use these channels to rant about poor service and you may be able to use it in your favour with some well-managed PR. So, next time an unhappy customer walks in your door, seize the opportunity and use it to grow your business.

Additional resource: Technical Assistance Research Programs (TARP), JV Marketing, RC Taylor Group

PAGE 41

AutoForum - August 2012

Utopia – are we there yet?

T

- Colin Windell

he price of fuel has dropped dramatically and vehicles sales are up, so anyone could be forgiven for believing there is a Utopian future out there – but, whoa, reality is a harsh taskmaster with a tendency to creep up quietly, announcing its presence with a fat slap to the back of the head.

“The first six months of the year have seen a higher than initially anticipated level of sales activity in the new vehicle market,” says Malcolm Gauld, GMSA’s Vice President, Sales and Marketing.

“June sales boosted year-on-year growth over the 10% upper limit that most forecasters predicted.

The past month has seen something like 11 new car launches - and more if you count each of the five new Infiniti models as separate launches - doing little to dispel the fairly euphoric feeling trundling through the industry at the moment.

“However, a closer analysis of the market performance in June shows a subtle but important shift in the distribution of sales between the dealer and other channels. Through the first five months of the year, activity within the dealer channel was indicative of a

is a re-distribution of passenger vehicle sales into the bottom end of the market, with significant shift of activity in this highly competitive area.”

And herein lies the rub. July and August are ‘traditional’ months in which both the rental industry and many large corporates refleet. What really counts going forward is how this will trend through September and onwards.

“We continue to record very strong marketing activity amongst virtually all vehicle brands,” says Calvyn Hamman, Senior Vice President of Sales and

“We expect the market to break through the 600 000 unit barrier in 2012” The June new vehicle sales reflected another relatively solid performance with sales in all the major segments registering double-digit growth, compared to the corresponding month last year. June 2012 aggregate Industry domestic sales improved by 7 015 units or 15.6% to 51 891 vehicles, from 44 876 units in June last year.

Total domestic sales for the first half of calendar 2012 remained 10.5% ahead of the six months in 2011. June 2012 export sales at 27 061 vehicles had registered modest growth rising by 1 767 units or 7.0%.

PAGE 42

high level of car allowance and private buyer participation in the market.”

“During June the balance changed with the dealer channel lower than the previous month’s volume and with the rental and government channels correspondingly higher – both monthon-month and year-on-year. The dealer channel volume has also been propped up by continued intense competitor activity and new product introductions.”

“A trend that has become evident through the first six months of the year

Marketing at Toyota South Africa Motors. “This has created a buyer’s market, which is further fuelled by a number of new vehicle introductions in key market segments.”

According to Hamman, the market is further supported by a favourable interest environment and a return to the market of customers who have delayed the replacement of their vehicles over the past few years.

“Vehicle demand remains strong and we expect that this momentum will

Colin Windell is the Editor of Fleet Magazine.

continue for the second part of this year. With this in mind we expect the market to break through the 600 000 unit barrier in 2012,” he says.

Toyota in June celebrated a significant export achievement, after vehicle exports surpassed local sales volumes. Toyota South Africa Motors in June exported 10 268 units to more than 57 markets across the world.

“We will continue to monitor the European economy for its impact on export volumes and for the possible knock on impact of any further decline in this overall market on our local economic reality,” he says.

Sales of vehicles in the medium and heavy truck segments of the Industry at an estimated 819 and 1 733 units, respectively, recorded an increase of 86 units or 11.7%, in the case of medium commercial vehicles, and a rise of 24 units or 1.4%, in the case of heavy trucks and buses, compared to the corresponding month last year.

ARMED TO THE TEETH

The findings of the Competition Commission into the practices of large contracting companies and the threat some might be banned from Government tenders for 10 years will – either way – have a significant impact on the sales of commercial vehicles. With some of the projects planned by Government, this should be an additional boost to this sector – the true barometer of business confidence.

Exports of South African produced motor vehicles, including MBSA export sales data, during June 2012 at 27 061 vehicles, had registered an improvement of 1 767 units or 7.0 % compared to the 25 294 vehicles exported in June last year.

GOODYEAR TIMING BELTS NEVER LET GO Tried and tested under extreme conditions and manufactured to OEM specifications and standards, dimensionally stable Goodyear timing belts deliver precise timing with long service life.

By way of comparison, New Zealand’s new-vehicle sales came in stronger than expected as the market recovered from last year’s natural disasters in Japan and Thailand.

The Motor Industry Association says combined new car and commercial vehicle sales climbed 32% year-on-year in June, to 10 101 units.

Car deliveries gained 33.1%, compared with a year ago to 7 142 units, while CV sales jumped 29.3% to 2 959.

The CV total included heavy trucks.

• Specialised compounds for modern engine needs • Durable and smooth running • Precision-moulded teeth made from tough, shear-resistant rubber • Precise tolerances on pitch and length • Reduced pulley friction • Exceptional heat, abrasion and ozone resistance

France’s vehicle sales totalled 252 021 units for June 2012, down 0.6% versus June 2011, while Brazil’s vehicle sales totalled 353 201 units for June 2012, up 16.2% against June 2011. June 2012 vehicle sales increased 22.9% compared with May 2012 sales but down 1.1% over the same period in 2011.

In the UK, vehicle sales totalled 215 994 units for June 2012, up 3.1% vs. June 2011. June vehicle sales increased 14.9% versus May 2012 sales and 2012 sales through June totalled 1 204 553. This was up 1.7% over the same period in 2011.

www.ramauto.co.za • +27 11 248 9400 • sa.rammail@veyance.co.za

PAGE 43

AutoForum - August 2012

Toyota holds on to the number one position in the second annual Best Global Green Brands

Best global green brands

A

s sustainability initiatives continue to gain relevance, companies in all sectors are striving to strike a winning balance between building a green business and effectively communicating sustainable practices in the global marketplace. This year’s Interbrand 2012 Best Global Green Brands report highlights and explores the gap that exists between corporate environmental practices and consumer perception of those practices.

As Jez Frampton, Global Chief Executive Officer of Interbrand, explains: “Sustainability has proven to be a strategic and profitable aspect of business and a brand strengthening asset. It is crucial that consumers’ impressions of a brand are in close alignment with that brand’s actual environmental performance. Otherwise, a brand’s efforts in this area could serve as an under-utilised asset, or, conversely, suffer due to accusations of ‘greenwashing.’”

David Pearson, Global Sustainability Leader, Deloitte Touche Tohmatsu Limited, notes: “It is becoming increasingly clear that sustainability is a ‘must have’ rather than a ‘nice to have’ for a lot of companies. It matters from a growth perspective; it matters from a cost and margin perspective; it matters from a brand value perspective.

PAGE 44

Closing the gap between sustainability performance and market perception is an incredibly important part of taking and continuing the sustainability journey.”

In this year’s report, automotive and technology brands dominate the ranking. Toyota maintains the number one spot, continuing to make environmental sustainability a core management priority. The original Prius model - the primary launchpad for Toyota’s green image - has recently been expanded to encompass an entire family of sustainable automobiles, including the company’s first plug-in model. This year, Toyota also achieved near zero-landfill status at all of its North American manufacturing plants, and continues its commitment to build LEED certified buildings and dealerships.

“It is becoming increasingly clear that sustainability is a ‘must have’ rather than a ‘nice to have’ for a lot of companies.”

With long-term goals around fuel efficiency, superior energy use, and the reduction of toxic emissions, the automotive industry has been able to turn such consideration points into areas of environmental leadership.

The industry as a whole has launched a competitive range of high-profile alternative fuel vehicles - from electric models to hybrids - and even some with internal combustible engines. Eight automotive brands appear in this year’s Best Global Green Brands ranking, with four brands ranking in the top 10: Toyota (#1), Honda (#3), Volkswagen (#4), BMW (#10), Ford (#15), MercedesBenz (#16), Hyundai (#17), and Nissan (#21). Interbrand says that, overall, the automotive brands’ investment in developing and marketing fuel-efficient and alternative fuel vehicles is paying off - in terms of both performance and perception.

Nissan (#21) appeared in this year’s Best Global Green Brands report for the first time. The Japanese automaker is making ambitious moves to reduce its carbon footprint worldwide, with a new six-year environmental action plan, called the Nissan Green Programme.

From the development of a new easierto-install EV quick charger, to pilot programmes aimed at making cities EV ready, Nissan is described as having set the stage for continued success in a

world that looks poised to embrace zero emission mobility – and this is reflected in a high perception score.

Ford (#15) was found to stand out as a 2012 Best Global Green Brands success story. The brand saw significant improvement in its environmental performance around both its operations (emissions, resource industry, etc), as well as its approach to transparent engagement and disclosure on its activities and its environmental impact. While the brand ranks #15 overall, its ability to maintain strong

green perceptions while simultaneously improving its environmental performance serves as a great example to other global brands.

In order to make the grade for the top 50 Best Global Green Brands, organisations must perform well in terms of both sustainability performance and perception. Brands are measured against two sets of criteria: Performance - by demonstrating that they source, produce, and distribute products and services in an environmentally responsible manner; Perception - by

working to build value amongst key audiences by credibly conveying the benefits of their environmental practices; and what Interbrand refers to as ‘the gap’ - which is the difference between a brand’s performance and perception scores.

A positive gap indicates sustainability performance is actually higher than consumers perceive it to be, while a negative gap indicates consumers perceive a brand to be more of a sustainable leader than it actually is.

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employees, Artisans and Apprentices in the Motor Industry.

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PAGE 45

AutoForum - August 2012

Continued pressure on used car market

T

ransUnion recently released its Q2 Auto Vehicle Pricing Index (VPI) which indicates that although there has been a slowdown in new car price inflation in the second quarter of the year, used car price inflation continued to lag. This, it says, indicates on-going pressure on the entire preowned market.

The VPI measures year-on-year price inflation of a market weighted basket of new and used vehicles, drawing on data received by TransUnion on vehicle financing registrations from all the major banks and vehicle finance houses, as well as monthly sales returns from thousands of dealers throughout the country. The report is published on a quarterly basis.

The latest VPI reported a statistically insignificant 0.1% upward move in used vehicle inflation to 2.4%, while new car

PAGE 46

inflation slowed from 3.6% in Q1 of 2012, to 2.9% in the second quarter.

As Mike von Höne, TransUnion CEO, explains: “The new car market continues to be relatively strong, as consumers are enticed by excellent new car deals. However, this is placing even more pressure on used dealers, particularly the independents, as more consumers are choosing new cars over used vehicles.”

Used dealer profit margins continue to be squeezed. And that is despite used vehicle financial registrations for May 2012 revealing year-on-year growth of around 7%, together with a slight shift in the ratio of new to used cars financed – from 1.76 used cars for every new car financed in March, to 1.88 used to one new car financed in May. TransUnion reports that according to the dealer returns it has received, there is a clear indication that dealers are being

forced to buy in stock at less than the trade value in the Auto Dealers’ Guide.

What this means is that consumers are resultantly receiving less when they trade their old vehicles in.

Von Höne explains that dealers are forced to pay less for trade-ins in an effort to maintain sustainable margins.

He added that he does not “anticipate this trend reversing in the foreseeable future”.

The VPI reports that most pressure is being experienced in the highvolume, low-margin, budget end of the used car market – a segment that experiences the fiercest new car sales competition. Considerable pressure was also highlighted in the premium end, where dealers traditionally could rely on solid margins, but where demand has declined as consumers continue to ‘buy down’.

Annual New Car Price Inflation (Y/Y % Change) Base Year = 2008 Year

2000

2001

2002

2003

2004

2005

2006

2007

2008

2009

2010

2011

2012

Index

Jan -Mar Apr - Jun

Jul -Sep

Oct - Dec

Annual Used Car Price Inflation (Y/Y % Change) - Base Year = 2008 Annual VPI (Jan Dec)

Index Number

62.7

65.8

69.0

72.2

67.4

y/y % Change

12.3%

10.0%

9.4%

9.2%

10.2%

Index Number

68.7

72.4

74.5

77.1

73.2

y/y % Change

9.6%

10.1%

8.0%

6.9%

8.6%

Index Number

75.9

83.7

86.5

89.5

83.9

y/y % Change

10.5%

15.5%

16.1%

16.0%

14.5%

Index Number

87.6

90.6

91.6

92.1

90.5

y/y % Change

15.5%

8.3%

5.8%

3.0%

8.1%

Index Number

89.4

91.2

92

92.4

91.2

y/y % Change

2.0%

0.6%

0.5%

0.3%

0.9%

Index Number

89.6

91.4

92.1

92.4

91.4

y/y % Change

0.2%

0.2%

0.1%

0.0%

0.1%

Index Number

89.7

91.6

92.5

93.2

91.7

y/y % Change

0.2%

0.3%

0.5%

0.8%

0.4%

Index Number

92.5

95.2

96.1

96.2

95.0

y/y % Change

3.1%

3.9%

3.9%

3.3%

3.5%

Index Number

96.0

99.3

101.6

103.1

100.0

y/y % Change

3.8%

4.3%

5.8%

7.1%

5.3%

Index Number

106.8

110.5

112.8

112.0

111.5

y/y % Change

11.3%

11.3%

11.0%

8.7%

10.6%

Index Number

114.7

114.8

116.2

116.9

115.7

y/y % Change

7.4%

3.9%

3%

4.3%

4.7%

Index Number

119.1

119.4

118.2

121.5

119.6

y/y % Change

3.8%

4%

1.8%

4%

3.4%

Index Number

123.3

122.9

y/y % Change

3.6%

2.9%

A basket of new cars was selected by determining their sales volumes in the market. If a car is discontinued, it will be replaced by its new model in the market.

New & Used Vehicle Financial Agreements for 2008-2012

Source: TransUnion AIS

Year

2000

2001

2002

2003

2004

2005

2006

2007

2008

2009

2010

2011

2012

Index

Jan -Mar Apr - Jun

Jul -Sep

Oct - Dec

Annual VPI (Jan Dec)

Index Number

72.4

65.8

69.0

72.2

67.4

y/y % Change

7.0%

10.0%

9.4%

9.2%

10.2%

Index Number

81.2

72.4

74.5

77.1

73.2

y/y % Change

12.1%

10.1%

8.0%

6.9%

8.6%

Index Number

86.2

83.7

86.5

89.5

83.9

y/y % Change

6.3%

15.5%

16.1%

16.0%

14.5%

Index Number

98.6

90.6

91.6

92.1

90.5

y/y % Change

14.4%

8.3%

5.8%

3.0%

8.1%

Index Number

104.8

91.2

92

92.4

91.2

y/y % Change

6.2%

0.6%

0.5%

0.3%

0.9%

Index Number

104.9

91.4

92.1

92.4

91.4

y/y % Change

0.1%

0.2%

0.1%

0.0%

0.1%

Index Number

101.5

91.6

92.5

93.2

91.7

y/y % Change

-3.2%

0.3%

0.5%

0.8%

0.4%

Index Number

100.8

95.2

96.1

96.2

95.0

y/y % Change

-0.7%

3.9%

3.9%

3.3%

3.5% 100.0

Index Number

102.6

99.3

101.6

103.1

y/y % Change

1.8%

4.3%

5.8%

7.1%

5.3%

Index Number

101.5

110.5

112.8

112.0

111.5

y/y % Change

-1.1%

11.3%

11.0%

8.7%

10.6%

Index Number

106.0

114.8

116.2

116.9

115.7

y/y % Change

4.5%

3.9%

3%

4.3%

4.7%

Index Number

109.6

119.4

118.2

121.5

119.6 3.4%

y/y % Change

3.4%

4%

1.8%

4%

Index Number

112.2

122.9

y/y % Change

2.3%

2.9%

A basket of used cars was selected by taking the previous year models of all new cars selected in the new basket.

Car Price Inflation (y/y % Change) Quarterly

Source: Statistics SA & TransUnion Auto Information Solutions

PAGE 47

AutoForum - August 2012

This worn tow-hitch not only creates back-lash in the towing vehicle’s driveline and premature transmission failure, it also magnifies the chance of trailer jack-knifing

A trucking night on the pass

I

have frequently travelled the N3 in the past few years, but never at night. So spending time at the Tugela Plaza from 15h00 to 23h00 was an eye-opener – especially in the dark.

The N3 is the KZN carotid artery carrying the economic lifeblood of KwaZulu-Natal - any blockage, resulting from the weather or road accident, impacts on the business pulse of this province. Cargo carried on the N3 is approaching 40 million tons per annum.

An average of 4 600 trucks use the N3 every day, of which 65% (2 990) are extra-heavy rigs with five and more axles and it seems the majority are on the road at night.

Now, just check out the environment in which these heavy rigs operate. Here are some ‘frightening’ stats from May 2012 from van Reenen’s Pass:

Seventeen years ago, a comprehensive report, 93/336 dated July 1995, prepared for the Department of Transport (DoT) by BKS Inc. of Pretoria - ‘The influence of night driving and wet weather conditions on driver and vehicle abilities’ - comments that ‘during the night, the frequency of collisions is three to four times higher than during the day... darkness has an adverse effect on road safety, as both the severity and the frequency of collisions increase during this period.’ The situation on the N3 has deteriorated since this report due to the very much higher frequency of night truck operations. It’s been stated in AutoForum before but worth repeating - 69% of fatal crashes on the N3 occurred at night.

Vehicle combinations come pouring through the Tugela Plaza toll gates at night. At times in

Van Reenen Pass Facts – May 2012

Monthly

Daily

Total Traffic

173 911

5 610

Speed Prosecutions

16 439

530

Licence Expired

1 165

37

Licence Conflicts

1 550

50

Un-roadworthy

2 062

66

166

5

Stolen

PAGE 48

- Dave Scott

Dave Scott is a member of the S.A. Guild of Motoring Journalists, and is a monthly contributor to the press on transport and trucking related subjects. In 2002 and 2003 Dave Scott was the S.A. Guild of Motoring Journalists winner of the category ‘Business Motoring’. As a member of the S.A. Institute of Tribology he takes a keen interest in the application of lubricants to road transport maintenance and the cost of ownership.

His key writing focus is on fleet management including the technology of trucks and road transport.

“Do not travel the N3 at night. This is not a place for a family man.”

1

2

3

1. Clearance between brake shoe and drum is clearly evident – casual visual inspection shows there are no brakes on the leading axle of this four-wheel trailer 2. The mud-flap mounted on the chevron board is illegal – the bracket is there but the flap is positioned well beyond the 300 mm allowed – escaping road-spray will mean that someone will take a ‘blind chance’ in overtaking on a wet road 3. This was there when the driver started the trip – so who really cares?

It seems not even the driver.

PAGE 49

COMMERCIAL VEHICLES the early evening, it seemed that the N3 was operating with trucks nose-to-tail, especially north-bound traffic. And the safety condition of some of these rigs was scary.

Here’s a typical technically concerning example that was inspected. The last trailer in a milk-tanker combination was a two-axle, drawbar four-wheeler with the following serious faults: • Abnormal wear on the trailer towhitch eye and pin, combined with • No brakes on the lead axle • And the driver actually argued with us that jack-knifing only occurred at the fifth wheel!

The latest computer technology can improve – we hope will improve – safety on our roads. Specialised

Left: As the driver said – ‘It was OK when I started’ – this is why so many serious accidents on the N3 involve rear-end shunts Right: Law enforcement has the latest technology but needs to feel comfortable with this and use it – it’s non-corrupting and will get the message out there that road traffic laws must be respected

PAGE 50

AutoForum - August 2012 cameras now provide the information listed in the example above for May 2012. Regardless of weather or light conditions, the cameras read a vehicle number plate and verify this against a database for outstanding licence fees, fines, arrest warrants, stolen vehicles, licence plate conflicts and can also calculate average speed between two camera points. This is all transmitted ahead to a check-point where the vehicle can be stopped against a printout of the issues around the vehicle and owner. This system avoids needless checking of vehicles that comply to the law and time-wasting road-blocks.

Some people had a shock that night on the N3. Licence fees that had not been paid for two years were greeted with ‘I must just have forgotten

this!’ R8 000 outstanding against a 7-axle interlink meant the driver was allowed the ‘night off’ while the combination was impounded pending payment of the fines. And so the evening went...

The point is that our law enforcement people have the technology and must use it. It seems there is a reluctance to enforce – is it training, or is it attitude?

Come on guys, just get moving!

Do not travel the N3 at night. This is not the place for a family man. Find every way to assist night-ops safety for your drivers using the N3 after sunset. Con Roux, N3 Commercial Manager, said: ‘It’s a jungle out there on the N3’ and he is right – especially at night.

PAGE 51

COMMERCIAL VEHICLES

AutoForum - August 2012

Trailer couplings worn beyond acceptable tolerances create problems that cannot be simply overcome by applying extra grease. What is happening here is just wasteful and adding to pollution.

Stop waste & pollution with EP grease

W

hat is EP grease? It’s the language of grease used in applications where there are slow-moving, heavily-loaded bearings such as in truck tractor fifth wheels. And if the correct spec grease is applied then it’s not necessary to apply buckets of the stuff – it just gets wiped off by a trailer rubbing plate to cake the truck tractor chassis and fall onto the road.

intervals get extended. Previously the fifth wheel may have had a pressure cleaning at the 20 000km service interval when the truck tractor was due for its service, but now 40 000km service intervals apply and the fifth wheel can remain continuously coupled to run dry from neglect. So how does a truck tractor negotiate a corner with a dry fifth wheel? With great difficulty and friction!

Excessive fifth wheel greasing is what I watched in a truck workshop. And from the colour, it was the wrong spec grease. What should be specified? For a start it must be ‘Extreme Pressure’ (EP) grease and should contain sufficient graphite/molybdenum percentage to minimise metal contact – that’s what makes it black grease. Other characteristics will come from a high percentage of ‘tackifer’ additives to make the grease provide a strong bond to metal surfaces and resistant to water-washout. It’s obvious that ‘stay-in-place’ is a vital factor for fifth wheel grease operating in harsh weather or conditions.

South African truck tractors generally operate without mudguards fitted to drive axles, a factor that sprays road surface muck onto trailer couplings and chassis components. Added to this are high ambient temperatures and atmospheric dust – chrome dust being especially abrasive. This all accelerates wear rates that tend to be compounded by neglect and oversight – why oversight?

The practice of servicing truck tractors without a trailer means in most cases a fifth wheel may be cleaned when both rubbing plate and king pin on a trailer will retain used grease and grinding paste. It is almost pointless cleaning and lubricating fifth wheels when mating surfaces are neglected.

And if the right grease spec is correctly applied then only 250ml of EP grease is more than adequate, according to Jost product training guides. That’s just a cupful – not a bucket full.

It’s evident that fifth wheel grease cannot be standard multi-purpose grease.

Modern fifth wheels operate under more stress than in the past as engine lube

PAGE 52

We encounter truck tractor/trailer operations where units making up a combination are seldom uncoupled. Uncoupling should occur at intervals of no less than four weeks depending on operating conditions, when both trailer and truck tractor are cleaned and serviced.

- Dave Scott

Another problem lies in the efficiency of cleaning equipment. Does washing equipment generate sufficient high pressure to remove all accumulated old grease? We come across fleets believing their lubrication processes are efficient but in practice not achieving what they set out to do, due to worn out high-pressure washing equipment.

Grease in fifth wheel grooves is also allowed to become hard – that defeats the objective of efficient maintenance as the grooves are designed to supply a constant supply of lubricant while a unit is in operation.

An operational problem we come across is where truck tractors are cleaned, serviced and parked off in the open air with a newly greased fifth wheel.

Exposed grease also collects industrial debris that gets caught up between a fifth wheel and rubbing plate.

Shunting forces imposed on trailer couplings far exceed the capacity of any lubricant in countering shear forces resulting from excessive component wear. Price is not the only factor. Spec the right grease. Apply enough for the task. Clean couplings regularly and drive down operating costs. Finally, stop chucking blobs of grease onto the road that we all use and avoid premature coupling wear and failure – after all, safety is not negotiable.

MSS UD GP 02

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Product shown in photograph is for illustration purposes only, and is subject to stock availability.

Professional, Passionate, Dependable 24 Hour Roadside Assist 0800 008 800 www.udtrucks.co.za

COMMERCIAL VEHICLES

AutoForum - August 2012

Anti roll-over driver training

T

he RAC Group has launched a road transport safety initiative for commercial vehicle drivers that aims to train tanker drivers on how to avoid rollover accidents.

As the CEO of RAC Group, Eugene Herbert, explains: “The frequency of roll-over accidents involving tankers in South Africa is, unfortunately, of a much higher frequency than most people realise. Usually the hazardous cargo can cause environmental damage, and is often flammable, as is the case with fuel and gas tankers.”

will then extend to other operations in Africa, including training of fuel tanker drivers.

The programme was developed under the auspices of TÜV Rheinland, a German certification company that has extensive experience with this type of training and is acknowledged as a global leader in the driver training sphere. Material has been adapted by the RAC team to suit the South African conditions and, according to its developers, ranks amongst the best on offer at an international level.

“The cost of a roll-over accident is excessive, as the truck-tractor and the specialised tanker equipment is expensive and invariably results in environmental damage to the road surface and surrounding areas. These accidents are usually high profile events with plenty of media coverage, which can harm the reputation and public image of the company involved too.

Costs can be as high as R30 million, depending on various factors, not the least of which is company image – think of the Gulf oil spillage and BP.”

One of the key elements of the programme is helping drivers identify the factors that contribute to roll-over accidents, followed by the methods of driver control, should it still end up in a situation where a roll-over is a very real possibility.

The training will initially take place for large Afrox fleet drivers and their contractors that deliver Afrox products to customers, after the company requested a specialised training programme be developed specifically for them two years ago. The programme

The programme consists of a full day’s training for 12 drivers, with a minimum of three trainers. It covers theoretical training - where large scale models of trucks and tankers are used for practical demonstrations - and practical handson experience. In the latter, participants

PAGE 54

The local programme is supported by amongst others, MAN Truck & Bus, Volkswagen Commercial Vehicles, Knorr-Bremse braking systems, Voith, Bridgestone’s MAX-T Solutions, and Jost fifth wheels.

are divided into two groups. One group undergoes training with the special MAN roll-over avoidance rig, fitted with ‘out-riggers’, while the second group uses a Volkswagen Double Cab Transporter, fitted with a tank to simulate liquid surge, and the impact this has on vehicle handling. These handling characteristics are emphasised by use of Skid Monster equipment on the rear wheels, which provides real time learning experiences.

The second group learns about the dynamics of MAN modern Trucknology, ABS and its effect on stopping distance, as well as emergency lane changing under braking. The EBS, and Knorr Bremse TEBS, can then be switched off to demonstrate the impact of these safety features, particularly for an articulated vehicle.

Herbert concludes: “It has taken some time to get all our specialised equipment in place and the team trained to international standards, but now we are in a position to provide an internationally certified training experience to the tanker segment of the transport industry, which we are confident will result in a marked drop in the number of roll-over accidents on our roads.”

For more information on the programme, please contact Eugene Herbert on racsa@mweb.co.za or call 0861 100 618 or 082 941 3785.

OEM Supplier for the new Actros OM471 Engine.

Victor Reinz速 inside Mercedes Benz

Throughout the international automotive industry, the brand name Victor Reinz速 is synonymous with innovative high-end sealing systems and gaskets. Victor Reinz aftermarket spare parts

Agent in South Africa Intrade T. 011-432-2667 F. 011-432-3005 E-mail: intrade@iafrica.com

www.reinz.com

are supplied in the same exclusive original equipment quality. Every Victor Reinz gasket set and product has been made using practical considerations and contains all the necessary technical information and installation tips to guarantee a perfect repair every time.

PAGE 55

AutoForum - August 2012

AutoForum - August 2012

Show Time

Record 10th year anniversary for Automechanika Middle East

- Michel Malik

B

SHOW TIME

igger, better and celebrating its tenth anniversary in style, Automechanika Middle East was held from 22 to 24 May 2012 at the Dubai International Convention and Exhibition Centre.

PAGE 56

The 2012 edition of the Epoc Messe Frankfurt organised trade fair was 24% larger than last year, underlining the continuing growth story of the Middle East automotive aftermarket. The three-day trade exhibition was inaugurated by H.E. Mattar Al Tayer, Chairman of the Board and Executive Director of the Roads & Transport Authority (RTA) who was accompanied by senior representatives from the organiser, government officials and leading figures from the regional automotive aftermarket.

With 1 324 exhibitors from 56 countries and 20 810 visitors from 128 countries, the 10th anniversary edition enjoyed an all round 20% growth; further anchoring Automechanika Middle East as the foremost exhibition of its kind in the region. The top five visiting countries after the UAE were Iran, Saudi Arabia, Pakistan, India and Kuwait.

During the official inauguration, H.E. Mattar Al Tayer said: “There are some really interesting companies participating and Automechanika Middle East has played a key role in shaping and developing the auto spare parts industry across the region.” The upbeat trend at Automechanika Middle East was a direct reflection

of the extremely positive outlook for the regional aftermarket, as underlined by Dubai’s most recent trade figures.

The latest figures released during the Automechanika Academy by the Statistics Department of Dubai Customs showed a 12% increase in auto parts trade, totalling $9.9 billion in Dubai for 2011.

Ahmed Pauwels, CEO of organiser, Epoc Messe Frankfurt, commented: “We’ve had wide-ranging participation from a large number of international leaders in the aftermarket industry and we’ve also attracted a record number and broad spectrum of trade visitors and buyers from across the region. The number of product launches at the exhibition, the fringe activities and the large number of networking opportunities provided by Automechanika Middle East underscores the relevance of the fair to the regional industry.”

One of the highlights of the event’s Automechanika Academy, was Bill Carter, Head of Valuations & Research Department at Autodata. Carter gave a fascinating presentation on ‘The Impact of Devaluation of Vehicles’ during the Academy. He commented: “This is a really important topic for the automotive aftermarket.

Insurance companies in the region are now beginning to use our data to give the most accurate premiums to their customers. The Automechanika Academy is a great platform

for spreading further awareness and educating on the key issues and trends affecting the sector.”

Long-term and key exhibitor Schaeffler Middle East was very happy with the outcome of the 10th anniversary edition. Attending the exhibition for the first time was Michael Soeding, President Schaeffler Automotive Aftermarket worldwide, who said: “Automechanika Middle East is a very professional concept. We see really professional people here and the quality of meetings and discussions we are having here is on a very high scale.”

Sydney-based, Australian paint manufacturer Concept Paints launched its range of products to the Middle-East via its distributors Arwani Trading Company. Concept’s Tony Di Matteo said: “The response was warm from throughout the region. Visitors appreciated the fact that our paint was Australian-made and were very receptive to the technology of NoMix, which requires no agitation of the paint before usage.”

The increased focus on Truck Competence, which is being implemented across the Automechanika exhibitions globally, met with great success at the Middle East edition. A total of 418 out of the 1 324 exhibitors, (approximately a third of exhibitors) had truck competence within their portfolios.

Expanding the extensive Automechanika brand profile, Truck Competence covers the entire value chain in the truck sector from truck parts and accessories, via workshop equipment to body repairs and care.

PAGE 57

AutoForum - August 2012

SHOW TIME

‘Asian Championship’ in auto maintenance and repair industry

W

SHOW TIME

ith a final tally of 1 106 exhibitors and 53 205 visitors from 65 countries and regions, the 2012 installation of the Auto Maintenance and Repair show (AMR2012) was pronounced a true success this past March.

PAGE 58

It is just a few months after this year’s event, and already the organisers are in preparation for the 2013 staging. AMR2013 is scheduled to be held from 1-3 April next year, once again taking place at the New China International Exhibition Center (NCIEC) in Beijing. As ‘Asia’s Biggest’ and ‘A World Top 3 Trade Fair’ the 2013 staging is set to reveal a new layout, which is described as allowing for improved classification of the exhibits and an improved overall experience for both exhibitors and visitors. It will see the rearrangement of six halls, to maximise exhibition space.

The eastern halls of E1, E2, E3 and E4 will now primarily showcase auto lifting, tyre changing, wheel balancing, and wheel alignment

equipment along with repair benches, diagnostic machines and spray booths. Meanwhile, E1 will feature leading local Chinese enterprises and E2 will house well-known international brands and a special coating zone. The western halls of W1 and W2 will primarily be used to exhibit various kinds of repair tools.

The AMR show has been in existence for 30 years and has enjoyed great success over that period. Every year, numerous exhibitors expand their space to improve company image and attract trade visitors, and this is again true for the 2013 event, with Bright, Festool and Hella having already requested booth expansions.

Some of the new exhibitors for the next event include coating companies Akemi, Sata, Apollospray and many more - prompting organisers to expand the painting and refinishing hall - as well as the trade government departments of Korea and Italy.

PAGE 59

AutoForum - August 2012

PAGE 60

A Daimler Brand 081775

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Call: 0800 133 355 or visit www.mercedes-benz.co.za/trucks

PAGE 61

New Releases

AutoForum AutoForum - August - 2012 August 2012

www.AutoForum.co.za

New flexible and durable petrol hose Veyance Technologies has introduced its new petroleum transfer hose, the Plicord ExtremeFlex.

The hose is ideal for use in a variety of applications, such as tank trucks and in-plant operations. It boasts durable construction with incredible flexibility, meaning the product can be manoeuvred in tight spaces and around corners more easily, and can easily be connected to tankers and pumps.

Other benefits include its lighter construction – it weighs just 2.53 kg for every 1 m of hose - improved flex performance; corrugated construction for lower drag coefficient and superior abrasion resistance; and increased durability. It’s perfect for the transfer of chemicals with up to 60% aromatic content, including diesel, ethanol, petrol, oil and petroleum-based products, and comes in seven different sizes, ranging from 19 to 102 mm internal diameter.

For more information, please call the Veyance customer service line on 011 248 9400.

TWT launches Beam-e installation

Tiger Wheel & Tyre recently launched its vehicle tracking installation service, which allows consumers to fit a Beam-e tracking device at any of the TWT outlets.

Supported by MiX Telematics, Beam-e is accredited by the South African Insurance Association and is suitable for all makes and models, including SUVs, trucks, trailers and quad bikes. The system is wireless, making it easy to hide, without affecting the vehicle’s electronic warranty.

M.E.D's new catalogue

M.E.D has announced the launch of its new Starter Catalogue for 2012 – targeted at spares shop, auto electricians, and other members of the local trade. The brand new, bigger, 256-page catalogue is available for R235 from www.medsa.co.za or phone: 021 505 4000.

PAGE 62

Joe du Plooy, Marketing Executive of Tiger Wheel & Tyre, explains: “As a wheel and tyre retailer, our first responsibility is to supply our road-users with the best there is in tyre products and services. Since consumer safety is key to the success of our business, we have recognised that this vehicle tracking system aligns perfectly with our brand promise, further enhancing customer peace of mind.”

*Image: Conti Beam-e promotion - 21 June 2012 to 04 August 2012

QUICK NEWS

No hands-free, no phone The City of Cape Town launched a new bylaw last month that will see cellphone users fined R5 000 and have their cell phones impounded for 24 hours, should they be caught texting or calling without using a hands-free kit.

Part of the Western Cape Government’s Safely Home initiative, the new bylaw is based on the findings of several studies that have shown that upwards of 20% of all car accidents involve cellphone use of some kind.

According to the city’s Safety and Security Mayoral Committee Member, JP Smith, Cape Town was the only city where the road death toll was decreasing steadily, from 1 739 deaths in 2008 to 1 321 in 2011.

Confiscated cellphones will be be collected at the Gallow Hills Traffic Department in Green Point after 24 hours. Motorists will be required to show their identity books in order to claim their phones, which will reportedly be sealed in a box and given a serial number.

PAGE 63

New Releases

AutoForum AutoForum - August - 2012 August 2012

www.AutoForum.co.za

AutoZone's new booster cables and FS store

Automotive parts retailer and wholesaler, AutoZone, has extended its reach across SA, by opening its newest retail outlet in Bethlehem, in the Free State. The move means that now the region will gain access to competitive prices and an extensive parts and accessories range, as well as top brands.

One of the newest products to be added to the range is Autokraft, an AutoZone brand, which has launched surge protected booster cables that come standard with an LED indicator. The latter helps the user identify which component needs to be charged, such as the battery or alternator, and whether the connection is correct.

Suitable for commercial use and compatible with all vehicles types including 4x4, heavy-duty and fleet vehicles, the cables retail for R99.99 including VAT. An added bonus for customers is access to the company’s technical support team - The Pit Crew - which is available seven days a week, from 7am to 7pm daily, on 0800 11 22 111. The Pit Crew provides troubleshooting assistance over the phone in dealing with car problems ranging from changing a fan belt, to advice on engine components, and is complemented by a mobi SMS service (41746) where customers can SMS queries and sign up to the mobi site http://autozonesa.mobi.

Contact AutoZone toll free on 0800 200 990 or visit the website www.autozone.co.za.

Shock tester that works in three minutes

Monroe recently added two new Expert Suspension Testers to its range, while making the products available in all major SA provinces.

Developed together with Actia Muller Services, Monroe believes the system is the most accurate suspension tester and allows for increased shock sales. It comprises an above ground, low profile, adjustable measurement bench on which the vehicle axle is placed for the test. With 12 cm maximal weight at the central section, the installation does not require civil works or any extra investment.

The product differs from current suspension benches in that it analyses the response of the shock absorber around the resonance frequency (the most critical frequency for road holding), rather than looking for the minimum grip of wheels. The results focus on operating condition of the shock absorber, represented by the CAP (Phase Damping Coefficient value). This value is independent of the vehicle’s other variables (weight, tyre pressure) that affect the existing test methods. All of this in only three minutes.

As Philip Lutz, Aftermarket, Product Manager Emerging Markets, explains: “Apart from making use of Monroe’s suspension testers for testing days, we will be very happy to see more customers installing their own suspension testers as research has shown that these increase shock absorber sales by 20 to 30%, making it possible to pay off the machine quickly.”

Bethlehem Store Manager, Charmaine van Schoor and Regional Operations Manager, Jimmy van der Westhuizen

PAGE 64

For more information, contact Monroe 011 574 5603, www.monroe.co.za.

To achieve great results as an Automotive Professional, you need to invest in the best range of tools at very affordable prices.

At Midas we stock the largest Professional Chrome Vanadium drop forged tool range in the country, ranging from 19 to 42 piece Socket sets, ratchet drives and accessories such as extensions, universal joint adaptors, drive bars, sliding ‘T’ bars and deep drive sockets.

A full range of combination spanners ranging from 6mm to 32mm, a wide range of pliers, gas pliers, vice grips, circlip pliers and side cutters.

All this in our Premium Quality Life Time Guarantee Standard, which means that if these tools ever fail to give you complete satisfaction, simply return them to your nearest Midas store for replacement.

To locate your nearest Midas outlet call 082 280 0055 or visit www.midas.co.za

PAGE 65

AUTOFORUM

DIRECTORY LISTING

After-Marketplace Directory

To advertise your listing in AutoForum After-Marketplace Directory Contact us on 011 466 3733 or Email: info@AutoForum.co.za

AUTO ELECTRICAL Auto Cosmos - Electrolog

Electronic Parts (Electrical) Catalogue

012 327 6210

Bosch

Parts, Accessories & Batteries

011 651 9600

First National Battery

Industrial & Automotive Batteries

011 741 3600

MED Motor Electro Diesel

AutoElectrical Components & Accessories

021 505 4000

Parts Incorporated Africa

Automotive Components & Accessories

011 879 6000

Trysome Auto Electrical

Parts, Accessories & Batteries

011 823 5650

Connoisseu Automotive

Air Conditioning Specialists

021 419 7188

Highveld Garage Equipment

Air Conditioning Specialists

012 330 0540

Macs Automotive

Air Conditioning Equipment

011 498 0700

Snap-on Equipment

Diagnostics Equipment

0861 762 766

Aer-O-Cure

Spray Booths, Chassis Straighteners & Welding Equipment

011 444 6454

BSE

Body Shop Equipment

011 452 9688

Motor Merchandise

Consumables

086 010 1317

Highveld Garage Equipment

Pressure Washers & Vacuum Cleaners

012 330 0540

Motor Merchandise

Consumables

086 010 1317

Aer-O-Cure

Electronic Chassis Straighteners

011 444 6454

Beissbarth

Wheel Alignment Equipment

011 651 9600

Bosch

Diagnostic Equipment

011 651 9600

Diesel Electric

Aftermarket Parts & Accessories

08600 03227

Gabriel - C I Automotive

Shock Absorbers

086 124 2886

Highveld Garage Equipment

Engine Analyser & Diagnostic Scanners

012 330 0540

Macs Automotive

Air Conditioning Diagnostic Equipment

011 498 0700

NAPA/Midas Group

Aftermarket Parts & Accessories

011 879 6000

Snap-on Diagnostics

Diagnostics Equipment

0861 762 766

Wheelquip

Wheel Alignment Equipment

021 949 0010

Industrial Interlocking Floors

011 873 1292

Aer-O-Cure

Tools & Garage Equipment

011 444 6454

Beissbarth

Wheel Alignment Equipment

011 651 9600

Bosch

Diagnostic Equipment

011 651 9600

BSE

Tools & Equipment

011 452 9688

Diesel Electric

Aftermarket Parts & Accessories

086 000 3227

Highveld Garage Equipment

Tyre & Lifting Equipment & Tools

012 330 0540

Hofmann Megaplan

Complete Range of Garage Equipment

011 472 7279/5954

Integrated Marketing

Sales, Service & Repairs to all Equipment

011 974 2202/3

Ital Machinery

Brake & Clutch Machinery

011 483 3737

John Bean - Snap-on Equipment

Wheel Service Equipment

086 176 2766

Leaderquip

Tyre & Lifting Equipment & Tools

011 334 1680

Macs Automotive

Air Conditioning Equipment

011 498 0700

Motor Merchandise

Consumables

086 010 1317

NAPA/Midas Group

Aftermarket Parts & Accessories

011 879 6000

Snap-on Tools

Tools & Garage Equipment

086 176 2766

Wheelquip

Wheel Service Equipment

021 949 0010

Alert Engine Parts

Distributors of Quality Parts

021 590 8250

Alfa Brake Drums & Discs

Brake Drums & Discs

011 608 0801/3

AUDI Parts

Genuine OE Parts

086 043 4838

Bosch

Parts, Accessories & Batteries

011 651 9600

Diesel Electric

Aftermarket Parts & Accessories

086 000 3227

Drivelines

C.V's and Driveshafts

011 763 3212

Federal Mogul Champion

Aftermarket Parts & Accessories

011 630 3000

First National Battery

Industrial & Automotive Batteries

011 741 3600

GM South Africa

Aftermarket Parts & Accessories

080 042 2777

Macs Automotive

Air Conditioning components

011 498 0700

MED Motor Electro Diesel

AutoElectrical Components & Accessories

021 505 4000

Mercedes Benz

Commercial Vehicle Aftermarket Parts & Accessories

0800 1 333 55

Midas

Aftermarket Parts & Accessories

011 879 6000

Nissan SA

Aftermarket Parts & Accessories

080 064 7726

NAPA/Midas Group

Aftermarket Parts & Accessories

011 879 6000

Parts Incorporated Africa

Automotive Components & Accessories

011 879 6000

RAM

Belts & Hoses

011 248 9400

SABAT

Batteries

08600 SABAT

Safeline

Brake Pads

011 549 7333

Trysome Auto Electrical

Electrical Parts, Accessories & Batteries

011 823 5650

U D Trucks

Aftermarket Parts & Genuine OE Parts

080 000 8800

Victor Reinz

Aftermarket Parts

011 432 2667

Auto Cosmos - Electrolog

Electronic Parts (Electrical) Catalogue

012 327 6210

Bosch

Automotive Training Courses

011 651 9600

Diesel Electric

Aftermarket Parts & Accessories, Vehicle service & repair

086 000 3227

MED Motor Electro Diesel

AutoElectrical Training Courses & Catalogue

021 505 4000

Misa

Staffing Association

011 678 6328

Trade Fair Travel

Travel Packages

031 916 1414

AIR CONDITIONING

BODY REPAIR EQUIPMENT

CLEANING EQUIPMENT

DIAGNOSTIC EQUIPMENT

FLOORING Tuff Floors GARAGE EQUIPMENT & TOOLS

PARTS MANUFACTURERS & DISTRIBUTORS

VW Parts World Spares

Genuine OE Parts Brake Discs & Pads, C.V's and Filters

086 043 4737 011 622 5405

SERVICES

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